Sony Corporation of America

Review: I purchased a Sony KDL-70R550A 70-Inch 120Hz 1080p 3D Internet LED HDTV (Black) for $2,186.32 on ** December 2013 from [redacted]. I started noticing dark spots or discoloration along the top center of the TV around August 2014. Approximately one month Later a larger discoloration blob developed along the bottom edge. The lower discoloration blob grew larger as time went on. After dealing with the issues for a while I decided to contact Sony on ** April 2015 but by this time it had been a little over 1 year. This product has a 1 year warranty.

After explaining my issue Sony rep ([redacted]) first instructed me to: reset the device back to factory settings and disconnect the device from power socket and then wait for 60 seconds and then connect the device to power socket without any surge protector or power extension and then check whether the issue persists. The issue persisted so I contacted Sony again with the following:

This SonyKDL-70R550A TV are inherent manufacturing flaws and don’t feel it is my responsibility or at fault for these issues. I had taken very good care of the TV over its short life. I am not sure where we go from here as I do not feel comfortable transporting a 70” TV 47 miles to the nearest Authorized Service Center. Nor do I feel I should be dedicating time or money on a product that cost over $2,000 and only lasted for one year.

Sony rep ([redacted]) We request you to contact our repair support team at: ###-###-####. They will assist you with In Home services. I contacted Sony at ###-###-#### where they told me to take the TV 47 miles to the nearest Authorized Service Center. I informed them I do not have a vehicle that can safely transport a TV this large and heavy 47 miles without further damaging it. I was given an Email to express my concern.

I forwarded my past emails to [redacted] on ** May 2015 asking if someone can please help me instead of giving me the run around. I got the following: from ** Sony National Customer Relations, Please have your Sony TV physically evaluated by a Sony technician. We can locate the nearest Sony authorized servicer in your area that you may get in touch with. Kindly provide us your shipping address as well as the copy of the receipt for your TV.

Sony has told me repeatedly that I need to take the 70" 87 lb TV 47 miles to be looked at where I would surely pay for any maintenance required. I asked Sony what is causing the discoloration and they could not tell me but did list some parts that may need to be replaced. I am sure they are aware of their defective product and manufacturing techniques as well as this products life expectancy. It is disturbing to spend $2,186.32 on a product that will only last 1 year or less. It is interesting that this TV starts developing issues around the time the warranty expires. As I continue to search the issue for Sony’s KDL-70R550A, I find there are many more people experiencing the same issues as I have experienced with this product.Desired Settlement: I expect Sony to replace this defective product with an equivalent size and quality product. A Sony rep shall come to my home pick up the defective product and install an equivalent replacement.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL70R550A. Sony has contacted the customer and we offered him a different TV model KDL70W850B recertified unit at no cost as a replacement . Customer will think about it and will contact us with his decision. We have sent him an email regarding the specifications of the TV model that we offered as the customer requested. We will wait for the customer's response.Sincerely,[redacted]

Review: I have a Sony STR-DN1040 which I setup a few months ago in order to use with my home theater system. My system includes a high-quality set of Energy Take Classic 5.1 speakers and subwoofer.

The receiver was setup using both Samsung and Sony's instructions in order for it to communicate properly with my Samsung Smart TV. I ran an HDMI cable from the HDMI2 ARC output of my Smart TV to the HDMI out of my receiver, and the TV communicated with the receiver fine. I did not initially have any video or audio issues.

This past week, I realized that the receiver was no longer playing any audio from the TV, despite nothing being changed with the setup. I immediately tried resetting both the receiver and TV and setting them back up, but the issue persisted. I then disconnected the TV from the Sony STR-DN1040 and connected it to a Pioneer receiver, and the audio played perfectly, indicating that the TV did not have any issues. I then attempted to use two different HDMI cables to connect the TV to the STR-DN1040, to verify that the HDMI cable was not causing the issue; however, with every cable, the Sony receiver still would not output any sound. I also tried the alternate HDMI out port on the Sony receiver, yet that made no difference and the problem remained unresolved.

I contacted both Samsung and Sony support regarding this issue. When I mentioned the model of my Sony STR-DN1040 to the Samsung engineer, he quickly informed me that this receiver is notorious for having HDMI passthrough issues. To ensure his claims were valid, I researched the issue online and found that many other Sony customers were experiencing this issue with the same receiver model that I have. I then contacted Sony support in an attempt to solve the issue, yet after an hour of troubleshooting the representative was unable to help. I have only had the product a few months and to take the product in for a costly repair that will only temporarily fix the HDMI issue (according to many online reviews and forum posts) is unreasonable.

In addition to the lack of audio output when connected to my TV, my Sony STR-DN1040 has recently started emitting a low humming noise whenever it's on. While this is not nearly as irritating as the faulty HDMI ports, it is definitely a nuisance and not one that I would expect from a high-quality Sony product.

Because of Sony's poor workmanship in manufacturing this receiver resulting in the HDMI ports being rendered useless and defective, I am requesting to have my receiver replaced with an STR-DN1050 at Sony's expense. I am also requesting that Sony provide me with a shipping label to ship this defective receiver back to them because I definitely do not want it. I am specifically requesting an STR-DN1050 because reviews and forum posts indicate that this edition of the receiver does not have the widespread issues with failing HDMI ports that plagues my current STR-DN1040. I would hope and expect that this edition would not come with the same defects that the STR-DN1040 had been shipped to me with.

I appreciate your time in reading this and look forward to your response. Ultimately, the way this case is handled will determine whether or not I'll remain a Sony customer.Desired Settlement: I am requesting to have my receiver replaced with an STR-DN1050 at Sony's expense. I am also requesting that Sony provide me with a shipping label to ship this defective receiver back to them because I definitely do not want it. I am specifically requesting an STR-DN1050 because reviews and forum posts indicate that this edition of the receiver does not have the widespread issues with failing HDMI ports that plagues my current STR-DN1040.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Home Receiver STRDN1040. Sony spoke with [redacted] on June **, 2014 and advised him to send his unit to Sony Service Facility for evaluation. Sony provides a warranty to cover initial failure of the unit. The warranty for this model is repair. If it is determined that the issue is irreparable, Sony will review the case as needed and present the customer further options.

The customer agreed to have the unit sent to the facility for service. Sony sent him a prepaid shipping label today, June **, 2014 so that he can ship the unit to the service facility at no cost.

If you have any questions or require additional information, please feel free to contact me at ###-###-####.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Purchased a new Sony 55" ultra HDTV 4K TV from Sony store in Houston, TX on 4-**-14. Sometime late August '14 I experienced issues with TV which were beyond troubleshooting. Contact with Sony support services were made and Sony advised they were going to send a repair man. On 9-*-14 contracted delivery men showed up and provided me with the same TV, but it was a 65" (ten inches bigger). On 9-**-14 $735.02 was deducted out of my checking account. Contact with Sony was made in regards to the above amount that was taken out of my checking account. Sony advised that we sent back the wrong TV size. Copies of the original receipt (which the 55" TV is clearly printed on receipt) and 65" TV delivery paperwork was faxed to requested email address multiple times. Sony advised they never received any faxes. Re-contacted Sony SEVERAL times (approximately 20 times) regarding the issue and they respond by saying that they bumped the incident to a priority 1, and we should receive a call within the next 24 to 48 hrs. NOBODY has yet to return our call. We were provided with ref. #[redacted] and exchange #[redacted].Desired Settlement: Wish to have the $735.02 back into my checking account and need our original 55" TV back in working condition.Also have names and employee numbers of 4 employees that I spoke to separate days.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about the Sony XBR65X850A. We already talked to the customer and advised him that there is currently an on-going request for a replacement and a refund under reference number [redacted]. We have alerted our exchange department to contact the customer within the next 24 to 48 business hours to clearly advise him of the status of these claims. We would also monitor this case for the customer.Sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I was contacted by Sony this past weekend and was apologized to regarding this incident. I was advised that I would be contacted by Sony within the next 24 to 48 hours regarding the issue. I've been told the same response (I will be contacted within the next 24 to 48 hours) in the recent past SEVERAL times by SEVERAL other Sony employees that I've spoke to in reference to the issue. It has been well over 48 hours and I have not been contacted by anybody with Sony. Therefore, the issue has not been resolved and I do not feel confident that the issue will get resolved with my actions alone.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I was contacted this past Friday by a Sony employee who connected me with another employee with the exchange department. I was advised that the exchange is being processed and I would be contacted later that day (before 5 pm) with a status update. I was never re-contacted by anybody with Sony on the same day that I was advised that I would be re-contacted with an update. The weekend ended and It is now 8:45 pm on Monday. I still have not received a "status update" and the issue has not been resolved.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about the Sony XBR65X850A. We already talked to the customer, and processed an order to refund him with $735.02, for the amount that was charged to his checking account. Turn around around time for the check that was approved today is 4 to 6 weeks. We also advised him that he could keep the wrong unit that Sony has sent himt as a replacement ,and the customer agreed. Sincerely,[redacted]

Review: In the Protection Plan contract, it states that if I need service, Sony will either (a) repair the defect, (b) exchange the product as a repair solution, (c) replace the product, or (d) provide you with an amount equal to the purchase price... so on and so forth. It has been more than 2 weeks since I called in the problem/service. The first time, they said they're going to send me the replacement in 7 to 10 days, and they took my credit card because they are going to charge me if I don't return the broken cellphone in the box they used to send me the replacement. They will send me the tracking number once they shipped it, and that I will receive in the email an online label I could use to send the box back. I received the online label after 5 days, but have not received the email with the tracking number. After 10 days were up, I called them back for an update on my ticket, and they said the hold up was because they don't have the same model (C6902) as my cellphone, but they are going to send me a similar phone, but an upgraded model (C6904). They said it may take up to 4 days to send it to me. After 5 days, no email still. And when I called they said they're system is down so it may take them awhile to send the replacement to me. At this time, it has been 3 weeks since I called in the problem. Since it's almost a month that I did not get a replacement phone, I would like a refund for my phone. But the person on the other end of the line said that they can't process a refund since the case is active, but he can't also tell me when exactly they can send me a replacement. The time I wasted is totally unacceptable.Desired Settlement: $591.23, charge they made to my credit card when I bought the phone.

Business

Response:

Thank You for contacting Sony electronics Inc. regarding the complaint your office received from [redacted] regarding Sony Xperia phone with model number XZ1C6902WH and serial number [redacted] Sony sent the replacement unit last August **,2014 with Fedex tracking number [redacted].

If you have any questions or require information, please feel free to contact me at ###-###-####

Review: I allowed my 6yr old child to purchase an intangible item for $5.99 from Playstation Network Game System. Unbeknownst to me, my debit card was retained on file. My 6yr old child continued to play the game and continued to "bank" funds which of course she didn't realize the funds were real and coming out of my bank account to the tune of $220.84. This has caused a great deal of stress on me and my budget, not to mention, my bank account is overdrawn by over $200.00. I have asked Sony to return the money, not the bank fees, just the money. They are investigating and I am awaiting their response.Desired Settlement: I would like for Sony to return the money back to my bank account minus any bank fees I may incur.

Business

Response:

Thank you for contacting Sony Computer Entertainment America, LLC (SCEA) regarding the above-reference Revdex.com case# [redacted].

SCEA has contacted the consumer and this matter has been resolved. SCEA will now consider this matter closed.

Please note that this response is not an admission, or a waiver of any rights that SCEA may have at law or in equity, all of which are expressly reserved.

Consumer Services

Sony Computer Entertainment America, LLC

Review: order a game in Feb 2013 it did not work asked for refund they approved the refund but never gave it to us. called talk to a supervisor ([redacted]) siad the refund was sent to pay pal on 2/**/13. Pay pal said it was never recieved. asked for , from playstion, the transaction id for it was told there was not one. asked for proof of the refund was told there was none.Desired Settlement: refund check in mail tired of waiting for this

Business

Response:

Thank you for contacting Sony Computer Entertainment America, LLC (SCEA) regarding the above-reference Revdex.com case# [redacted].

SCEA has contacted the consumer and this matter has been resolved. SCEA will now consider tills matter closed.

Please note that this response is not an admission, or a waiver of any rights that S'CEA may have at law or in equity, all of which are expressly reserved.

Consumer Services

Sony Computer Entertainment America, LLC

Review: I purchase a brand new computer from Best buy in November 2012. In December the computer stop working and I called and was walk through how to reinstall windows. Again in January 2013, I had the same issue. Then again two more times until finally in August it would not work at all. I was told to send it in and I did. It has been well over a month and I was told today the hard drive needs to be replaced and I have to pay for it! I have a year warranty on the computer and was told the hard drive is not covered. I also own a dell and acer desktop and computer and they both include hard drive replacements. Now it seems to me this computer was bought with a bad hard drive since I have called them several times about the computer since buying it. This is clear proof that it was not a windows issue but a bad hard drive and reinstalling windows was only a temporary fix. I spent $1000 on a bad computer and this is not acceptable!Desired Settlement: In order for this not to turn into a legal matter, I am asking for it to be repaired or replaced.

Business

Response:

Dear [redacted]

Thank

you for contacting Sony Electronics Inc. regarding the complaint your office

received from [redacted] regarding the Sony [redacted]. Sony has contacted

this customer and has agreed to cover the repair at no charge to the customer.

The repaired computer should be shipped to the customer this week.

If

you have any questions or require additional information, please feel free to

contact me at [redacted]

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this [redacted] is satisfactory to me and the matter has been resolved.

Sincerely,

Business

Response:

March [redacted], 2014

Dear [redacted]

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony [redacted]. Sony has sent this customer a shipping box for her to send her *computer to our service center to be evaluated. [redacted] Tracking Number: [redacted]Return Tracking Number: [redacted]. The box was delivered to the customer on 02/**/14. We are still awaiting the shipment of the computer. We have tried to contact the customer to find out when she plans to send the computer. We have received no response to our phone calls and emails.

If you have any questions or require additional information, please feel free to contact me at [redacted]

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: ???

I did receive the email and it would not let me log in so I was unable to respond to it. I also called and left a message. I did not receive the box at first, because [redacted] left it out side the door and the landlord pick it up. He forgot about it and brought it to me this week so I am sending it back now.

?

Review: I purchased two Sony Vaio Flip 14 Ultrabooks on 5/**/14 from the Sony Store in [redacted] for my business. I also purchased a 4 year Sony Protection Plan that included a 24 hour replacement should the product not function properly. The product was not in stock at the store so it was located at other locations, shipped to the store and then shipped to me at my business address. Upon receipt, one laptop did not function properly. I contacted Sony support and completed all troubleshooting steps with no luck of resolving the problem. I then contacted the Sony store directly and requested the replacement. I was told that I needed to open a work order with the Sony Protection Plan program and then take my product to a UPS store for return. Upon contacting the Sony Protection Plan support team, I was told that they would open a repair order for me to take my product to a [redacted] for repair. I requested a replacement but that was refused. I contacted the Sony store again and spoke to the [redacted] who tried to locate a replacement product for me but he said that he could not find one and I could either return the item to the store for a refund or take it to a [redacted] for repair. The machine has been in my possession for less than 3 weeks and I want a brand new machine - not a repaired machine. The item is available online at other retailers so there must be some available to Sony somewhere in the United States.

Product_Or_Service: Sony VAIO Flip 14 Ultrabook

Order_Number: Transaction [redacted] Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I am requesting a direct replacement of the product I purchased - VAIO Flip 14 Ultrabook.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VAIO SVF14N2APXB. Sony has contacted this customer apologized for not meeting her expectations and was refunded the full amount.

If you have any questions or require additional information, please feel free to contact me at ###-###-####.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

while my cost was refunded, I still lost valuable work time and had to take the lead on resolving the concern myself. SOny was not proactive in helping me. I feel that I should have been compensated for my downtime as this was a business computer. SONY Corporate did NOT resolve the issue. I resolved the issue directly with the store. They were unable to send me a check or credit my card with the refund but send me money orders.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I purchased a radio from an unauthorized sony dealer in which I didnt realize until I sent it to sony for warranty work. They notified me and told me they cant warranty it. I said thats fine send it back i'll go through the seller for warranty. Last week sony called and asked what I wanted them to do and I instructed them to send the radio back to me. I get a call yesterday my radio hs been salvaged and wants 187$ to send me another one. They should have never touched the radio if it wasnt under warranty with them. The seller will give me a refund if I can get them the radio back in which I cant because sony destroyed it. Sony will do nothing to help me with this.Desired Settlement: I either want my radio back or money or a replacement.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony XAV65. We already contacted the customer and advised him that we will be processing a full refund for his unit. The order number for his refund is [redacted], with the amount of $209.00. We also advised the customer that the turn around time for him to receive the check is 4-6 weeks. Sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased a TV on 8/**/2014 from [redacted] in which it was a Sony TV. On 11/**/2014 the colors on the TV were acting up. My husband tried to fix with the options to fix the colors and it worked and then it went back to the discoloring again. I called [redacted] first on 12/*/2014, only to be informed that their warranty doesn't start until a year after, so I needed to call Sony. I called Sony and spoke with a lady by the name of [redacted], that's the name given, she did not want to give me name first and she proceeded to say that we would troubleshoot the problem in which took about 30-40 minutes, while talking to her she said if the troubleshooting failed that she would issue a ticket to exchange replacement. I said great! I expressed my disheartening that it was such a new TV and that all my TV's were Sony & never had this problem and if I did they just replaced them. She said that is what will happen after the troubleshooting if we cannot fix the problem. We tried to fix via phone and failed and she said I will issue you ticket to get repaired and I said no that's not what you said, I want to have a replacement being the TV was only 4 months old to us. She would not budge, so I asked to speak with a supervisor, in which she said there was non available and that someone would email me. I proceeded to ask her to please give me the number to corporate headquarters to complain about the problem. She in turn said that she did not have that and that I need to take pictures of the TV with the coloring messed up in order to repair. So basically I feel deceived in what I was told in the beginning of the conversation. I was very upset and called [redacted] and she proceeded to tell me that she also couldn't help me cause the warranty I purchased was after a year of me owning TV but that she would send to department that handles their warranty and someone should get back, but couldn't promise.Desired Settlement: I would like to receive a replacement TV and not a repair.

Business

Response:

Dear [redacted], Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL40W600B. Sony has already contacted this customer twice ,unfortunately we were not able to speak with her directly. Sony would like to offer her a brand new replacement for her unit. To process this she will have to call us at:###-###-####US: M-F: 8am-Midnight EasternUS: Sa-Su: 9am-8pm EasternPlease use the reference number [redacted]. Sincerely,[redacted]

Review: I purchased a Sony Bluetooth Speaker (SRSX5/RED) on Nov **, 2014 on http://store.sony.com. The order number was [redacted]. When I received the product, the product was defective. The speaker was not able to pair any Bluetooth devices and it even unable to be charged. As a result, I want to have the defective product exchanged. So I generated an exchange request through https://eservice.sony.com with an Event ID#: [redacted] on Dec *, 2014. Then I followed the directions and shipped the product back to Sony [redacted] Exchange Center. However, it has been more than 5 weeks, I haven't hear or receive anything from Sony. In the meantime, I tried to contact Sony Customer support by using online chat, email and phone calls (###-###-####), but no customer service agents were able to tell me current status of my exchange request. I'm very unsatisfied and disappointed with Sony product and service.Desired Settlement: I want to have a brand new SRSX5/RED send to me as an exchange as soon as possible. I also want Sony reimburse me the shipping and handling fee incurred when I shipped the product back for exchange, as well as reimburse me the loss of use of the product.

Business

Response:

Dear [redacted], Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about the Sony SRSX5/RED. We already talked to the customer and advised him that [redacted] Exchange Centre is already working on this case under Work Order number [redacted]. We have alerted our exchange department to assist the customer and update him of the status of his claim. He may also personally reach this department thru: Phone: ###-###-####Hours: Monday-Friday 9:00AM-6:00PM EST We would also monitor this case for the customer. Sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

As instructed in your previous response, I contacted your [redacted] Exchange Center by calling ###-###-#### to get updates of my case. I was told that they didn't have any SRSX5/RED in stock and they were unable to offer me an exchange. Instead, they said Sony would refund my order and reimburse my shipping cost to ship the defected product back. Before I could close the case, please let me know the status of my refund request. How long would it take to get my money back? Is there another tracking number/case number I can use to track my refund? I'm not fully satisfied with the refund solution of my complaint. I should have been informed several weeks ago that they were not able to exchange the product. I should also get reimbursed for the loss of use of the Bluetooth speaker. I'd like a $50 coupon issued to me to use on http://store.sony.com/. I may use the coupon to purchase another Bluetooth speaker in the future. Thanks.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Tell us why here...Dear [redacted]: Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony speaker SRSX5/RED. Sony has contacted this customer. Sony will refund the customer of the speaker and provided him $50 Sony Gift card as a compensation. The customer agreed and was advised with the turn around time of the check request. If you have any questions or require additional information, please feel free to contact me at ###-###-####. Sincerely, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased a Sony Mobile radio without the navgation moduel in march of 2013. The model # I purchased is sony XAV-701HD. The model was introduced along a navigation unit that was never realeased in the u.s.a and then discontinued. The model # is XA-NV100T The mobile unit is still for sale on the Sony website for $699 and states nothing about the fact that the optional navigation unit is not available. After contacting Sony National Customer Service numerous times they stated that they were the highest level for support and that I could not talk to anyone higher than them to find a resolution. Their contact phone # is ###-###-####. I rec'd a case # of [redacted] from Sony. I purchased this just about a year and almost 3 months and brought the product wanting the xanv 100t as the added feature that's not available I'am fustrated and I also have proff that the unit has the XA-NV100t as optional add-on ( this information is in the [redacted] and blue print installation diagram that came with the XAV-701HD).Desired Settlement: Sony has the newer model which is the XAV-712HD and corresponding navigation unit which is the XA-NV300T. This navigation unit is not backwards compatible with the XAV-701HD. With the hours spent attempting to resolve this issue with Sony, I am requesting that the 712 and the corresponding XA-NV300T unit be sent also for the fraudulence that Sony has perpetrated and been unwilling to resolve in an equitable manner.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about his complaint with Sony Car Stereo XAV701HD. We spoke with the customer back on April **, 2014 and we requested him to fax in a copy of his sales receipt so that we can facilitate exchange for his unit. The customer agreed to provide a copy of the receipt. We are still awaiting for copy of the sales receipt. Sony has not heard from the customer to date.

If you have any questions or require additional information, please feel free to contact me at ###-###-####.

As a Military Veteran, I purchased a Sony PlayStation 4 around May 2014. Within six months of purchase the system malfunctioned and completely shut down. I contacted Sony and sent the system to Sony for repair. Sony then proceeded to send me a "Refurbished" unit to replace my brand new unit that was less than six months old. Approximately four months later around Feb 2015 the unit crashed and again had to contact Sony to fix system. Once again was sent "refurbished" unit to replace the broken system. In September 2015, the unit once again had a major malfunction and has completely shut down. I contacted Sony to have unit fixed, however this time I was told the unit would cost $150.00 to repair since the unit was out of warranty. My complaint/concern, this is the THIRD time these units have malfunctioned and does not work. As a Veteran, spending $400 on a unit that doesn't work and hasn't worked for one full year should not constitute as out of warranty. Furthermore, sending "refurbished units to replace already broken units should at least come with one year warranty. If Sony as manufacturing problems with there units then selling defective products that are extremely expensive is outrageous.

Review: Bought a Sony Vaio computer from Best Buy last fall with a 1 year factory warranty. The computer has broke down 3 times and after the 3rd time they had me send it in to them to get fixed. When it was sent in I was told it would be 7 -10 days. It's now been over a month and they are saying now that parts won't be in until June [redacted]. This isn't my fault and my 800 dollar computer needs to be replaced. I can't continue to wait for a computer and this isn't how warranty work should go. I need it for work. If they can't fix it I want my money back.Desired Settlement: Either I get a new computer or they refund me my money. I can't afford to be this long without one. It's their product that failed. Repair number was [redacted]

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding his VAIO Notebook SVE14A35CXH. We have been trying to get in touch with this customer since May **, 2014 to discuss the issue. We sent him a Contact-Us email today, May **, 2014. We are currently waiting for the customers call back. Sony needs a copy of his receipt to determine what possible options may be provided.

If you have any questions or require additional information, please feel free to contact me at ###-###-####.

Review: I sent in a camera for a warranted repair or replacement. I was given a "Repair Event ID" and "Work Order Number." I never heard back from the company. I tried to access information on its website about the status of my repair. It states to enter the information in an "existing repair" link which is NOWHERE TO BE FOUND on the website. An email to customer service suggested I get a "Repair Event ID" and "Work Order Number" to get my repair going. He obviously did not read the email which included this information. His email also solicited me to sign up for a newsletter and advertisements. The company only provides a toll phone number to contact someone. I have not tried this yet, but am already very frustrated.The most FAQ (frequently asked question) on its website is "What is the status of my repair?" To which no one ever receives an answer! Help! Please! I spent $80 on my camera not to have it stolen by a company profiting from the name Sony. There's no way this can be a legitimate company.Desired Settlement: I would take a refund of $80 or a replacement camera, brand new, in complete working order.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I have received the item sent for repairs for which I could not get any status information.

Sincerely,

Review: Hi I had bought a a6000 Mirrorless DSLR camera from sony rewards website where I am enrolled , Order number [redacted] on [redacted] August , I have recieved the order after few weeks and find that the LCD display is smaller and not working well for the piece that I have recieved , I had called the customer care , technical support , they put me on hold for more than a hour and told me that the camera cannot be returned though they admit that its not working well . Spoke to [redacted] and he was very rude on the call , when I brought up the point that the return policy - "Returns can be made if the product has been determined to be defective" which is the case here , they denied the clause and made me run around between technical support and customer care , after speaking to them for 2 hours I am at the same place where I started off and still stuck with the camera which does not work well even after spending more than $850 for it . It is a very bad experience for meDesired Settlement: Return and refund of the camera and restitution of all the problem I have faced with the customer care so far

Business

Response:

Dear Dispute Resolution Services,

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony Alpha Digital Camera ILCE6000L/B.

Sony has already contacted this customer and we have explained warranty terms for his unit. Advised customer that as per Sony’s return policy, returns can be made within 30 days of the date of shipment.

Sony offers a brand new replacement for the defective product but customer declined. He said that he would email proof that he reported the issue and requested for return within 30 days.

If customer is interested he may reach us at :

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The return policy of Sony rewards states clearly that if the product is defective the product can be returned for refund , I have not been given a replacement option , I was told that they will check the camera and then decide the right resolution on this . I have sent the email containing the return policy which they are unwilling to honor

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear Dispute Resolution Services,

Thank You for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted]

about the Sony ILCE6000L/B. Alpha Digital Camera. Sony has contacted this customer and explainedt

he return policy.Unit is over 30 days from date of purchase and is not eligible for refund per store policy Sony will offer a Brand New Replacement model ILCE6000L/B at no cost.

If customer is interested with the offerhe

can all us back at [redacted] Mondays thru Fridays 8:00 am � Midnight EST and Saturdays and Sundays 9:00 am � 8:00 pm EST

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The return policy of 30 days is applicable only if the camera was working , the camera came defective and the 30 days should not apply as per the return policy clause that has been published on the website , I think the refund or an option to get a better model should be a fair option . This is not the experience I expected after spending more than $1000 on this camera . Thanks

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I sent my Sony NEX5 in for repair in July. Not only could they not find my extended warranty on line..now, after saying I'll just pay for it....I got an RA number, sent it in.

I have spent at least 4 to 5 hours trying to get an answer as to the whereabouts of my camera. I'm told online the parts are on backorder...then I call in, and they say no, and put me on hold and never come back.

This is a $650 camera, without any of the lenses I have purchased for it.

I want someone to care. Right now, I'm going into my second hour of being on hold..this is unreal to me.Desired Settlement: I either want my fixed camera back under my extended warranty plan or send me a new one. I want people to speak and understand English..this is unacceptable.

Business

Response:

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about his Alpha Digital Camera NEX5N. Sony has already talked to that customer 8/**/14 and informed him that we’ll be processing replacement – A or B stock, depending on product availability. The customer agreed with the plan.

If you have any questions or require additional information, please feel free to contact me at ###-###-####.

?

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

When I spoke to them, she sounded as if she was unsure if she would actually be able to find the body of the camera for me. As of today, I still don't have the camera as they promised.

When I look online, it still says my part is on back order, when I call the number she gave, it's not HER direct number, it's the number to customer service, and I do not want to explain all of this all over again. They have my name wrong and don't even seem to speak English. [redacted].

This is my business, photography, so I don't even think they understand how I need the camera.

They are rude, and the person that wrote back is a simple customer service rep who really doesn't have any information.

I think a refund is due, OR a new camera w/o a lens. I have the lens, I just need the body of the camera. Thank you!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony Alpha Digital Camera NEX5NK.

Sony has contacted this customer unfortunately she was not available. We would like to advised the customer that Sony will buyout the unit for $599.99. Refund will be sent via check. This request was approved on September *, 2014. turn around time for this is four to six weeks.

If you have any questions or require additional information, please feel free to contact me at ###-###-####.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter but should not be closed out until an actual check has been received.

Sincerely,

Review: I placed an order of cellphone from Sony on July, [redacted]. Two hours later, I want to cancel this order since I believe the screen size of the cellphone has little bit too large. I then called the Sony customer service to cancel this order. However, the most weird thing is that representatives told me they can do nothing about it and that device will definitely ship it to me. I continued to ask is that OK if I choose to return this product for full refund. The representatives said first there is no shipping label provided and second Sony will charge 15% restocking fee since this device is nether defective nor damaged. I cannot believe an word-wide corporation can not cancel an order which just placed and refused to provide a full refund for a never-used device.Desired Settlement: I want to ask Sony either cancel my order or provide full-refund.

Business

Response:

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] regarding the Sony XZUC6806BK. Sony has contacted the customer and and already processed RMA #[redacted], shipping label sent and with no restocking fee.

If you have any questions or require additional information, please feel free to contact me at ###-###-####.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: 2015 May **, I in the Sony bought a $199 price of the camera, but Sony did not seek my uniform without authorization to cancel the order, I think had violated my rights to buy, since the site is the price clearly, but also can let the customer payment, is the commitment to price, it should be admitted that both sides of the contract for the sale! I ask SONY to ship the order number: [redacted]Desired Settlement: Strongly request the Sony Corp shipped, and a statement of apology!

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony ILCE-7R/B. We sent an email to the customer regarding the issue. We would like to apologize to the customer that his order has been cancelled due to website’s system update. Sony initiated to cancel the orders as the website did not show the actual price of the unit. Funds have been released and customer may contact his financial institution to determine on when they will receive their money back. Sony reserves the right to reject any order the customer place with us, and/or to limit the quantities on any order. For terms and conditions on ordering an item from Sony, please click on this link or paste it on the browser: http://store.sony.com/helpdeskcategory/helpdesk-safety-security-and-privacy-cate...⇄

Review: I ordered a computer from Sony in October 2013 and was told to allow up to two weeks for delivery, however I did not receive the computer until the end of November. The second I opened the computer and powered it on it kept randomly turning off and making obvious defective noises. On multiple occasions I have tried to have the technician at the Sony store repair it in store, leaving me out of a computer for about two-three days at a time. The issue was still not resolved, so I sent it to Sony's repair facility where I was told to allow 7-10 business days for repair. I sent the computer out in the beginning of January and did not receive it back until the end of February. During that time, I was told by multiple service representatives that I would be given a 5% credit back to my account which I STILL have yet to receive. Now that I have the computer back (two weeks later) the same exact issue is persisting and Sony refuses to compensate me in any way for my inconvenience, let alone refund my money for the defective product which has been out of my possession for the better part of 3/**of my warranty because of how far into my warranty I am, which I find completely ridiculous and unfair. I have had nothing but issues and empty promises with not only this computer, but the entire staff at Sony.Desired Settlement: My main goal is to get 100% refund of my money. I have been completely 150% unsatisfied with the computer since the minute I got it and the staff and support has been nothing short of incompetent. I think it is absolutely ridiculous that a company will not provide you with ANY sort of compensation for inconvenience, let a lone the nightmare I have been dealing with for 5 months now. I was promised multiple things on multiple occasions including a 5% credit back to my account, in addition to 10% off my next Sony purchase. None of which was acted upon. Had these promises been fulfilled, I might be more willing to deal with another repair; however, I am completely at my breaking point and I demand full compensation so that I can put my $967 towards a product that works and a company that will actually take responsibility for their poor product design. Contrary to what Sony keeps suggesting, I DO NOT want to send my computer in to be reevaluated and repaired again...I want either all of my money back, or I want one hell of an upgraded system.

Business

Response:

Sony is willing to buy back the computer and carrying bag totaling $986.15. The check will be processed once the items are returned to Sony. A prepaid shipping box was shipped to customer, delivered by FedEx tracking on 3/**/14.

Consumer

Response:

[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I would like to mention though, that I have not received the box yet that Sony claims to have sent me, I am currently working with customer service to see about resending another box.

Sincerely,

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony SVF13N190X. Sony has contacted this customer and was offered $100 gift card for the delay of the check. Customer accepted the offer.

If you have any questions or require additional information, please feel free to contact me at ###-###-####.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,